I was quite shocked to read this review from a guest at a hotel I stayed in recently. In my opinion it is a shame they over reacted, hadn’t talked to the hotel before posting otherwise they would have realised there was a premium service available. My experience was the WiFi was absolutely fine but this poor chap seemed mortified.
I think this highlights how you welcome clients into your service related business and have to accept each and everyone of them are in a different mood and, as this highlights, some can already be highly stressed by situations outside your control that influence how they respond to the smallest of issues.
From the horse’s mouth: “Are you kidding me with this internet? Or are you just mocking your guests at this point? What exactly is this supposed to be? Having an internet speed of 3Mbps download and 2Mbps upload in this day and age is beyond unacceptable—it’s outrageous. Does this hotel even realize what century and year we’re in? This wouldn’t have been acceptable 15-20 years ago, let alone today. It’s an absolute insult and a complete disregard for your customers. You’ve utterly ruined my entire stay. Sure, the rest was decent—breakfast was fine, the room and bed were alright—but this? This drove me insane, and honestly, I’m not letting this go. It’s unforgivable.”
My takeaway from this feedback is that you will sometimes experience people at their worst, a time when their life is hitting them hard and they will lash out, so don’t take it personally because the content of their anger isn’t really the source of it.
Take it as an opportunity to respond in a professional way and show compassion and a willingness to help and resolve. In this way you turn a negative situation into a positive in a very public environment.
